Bed side manner and Patient safety

Prepared by Dr. Bhupendra P Makwana,MHM, PGDHA, PGDHR, BHMS.Hospital administrator,Bankers Heart and Multi Specialty Hospital,Vadodara.

What is bed side manner ??? In short “a doctor's or any health proffesion

approach or attitude to a patient.”Healthcare professionals neglect interpersonal skills

in favor of clinical ones. It is easy to forget that a good bedside manner is

one of the main tools for diagnosis. As a physician, you should be able to read your

patients’ body language and master your own in order to put those you treat at ease.

You should also know how to listen and communicate effectively so that you can fully understand the patient’s condition.

These skills are collectively referred to as "bedside manner."

Important of Bedside manner Growing awareness of the need for interprofessional

cooperation in healthcare. The Countless studies have shown that genuine

teamwork and team intelligence are critical to patient safety.

Poor communication among health care personnel is a major factor in hospital errors, even more so than the level of staff competence and experience.

This is why many schools for health professionals and major health care employers now promote interprofessional education and cooperation.

Bedside Manners is a play about workplace relations among physicians, nurses, others who work in health care, and patients—and how their interaction affects the quality of patient care, for better or worse.

( Refer book and review of Bedside Manners,Play and Workbook by author Suzanne Gordon, Lisa Hayes, Scott Reeves foreword by Lucian L. Leape)

Who involved Consultant and doctors.Nursing staff.Technicians.House keeping staff.Managers and administrator.Even security and drivers also.

Bed side manner value:- Patient satisfaction can be improved if patients are encouraged to

express their ideas, concerns, and expectations. A healthcare provider’s bedside manner encompasses their medical

knowledge, personality, and ability to understand the patient and communicate their concern for them.

Healthcare involves many personal interactions with a variety of people. Etiquette in healthcare is more than just good manners; it is about establishing respectable relationships with patients, colleagues, and supervisors.

In a medical setting, healthcare professionals must set the tone for the interaction with patients and visitors. They are constantly in contact with people who will assess them based on the way they communicate, body language, and appearance.

Healthcare professionals have a tremendous obligation,” says Dr. Robert J. Wolff, PhD, program director of Health Science at South University, Columbia. “The most important thing is that healthcare professionals have higher standards than most professions because they are dealing with the dignity of patients and their ability to be healed.”

Simple term to gauge BMSan Diego, California-based

medical marketing firm Sullivan Luallin Group created the C.L.E.A.R. protocol.

According to the Sullivan Luallin Group, service performance is as important as clinical performance; just as there are clinical guidelines, service protocols are necessary too.

http://source.southuniversity.edu/healthcare-professionalism-how-important-is-proper-bedside-manner-132067.aspx

C.L.E.A.R. Healthcare Service Model

Acknowledge immediatelyEstablish eye contact and smileUse the patient’s nameUse a friendly, helpful voice toneSay “please” and “thank you”

1. Connect

Listen

Maintain eye contactBe relaxedDon’t interruptUse “active” listening techniquesRepeat information for accuracy

Explain

Describe what’s going to happenAnswer questions with patienceLet patients know about

expected delaysSpeak slowly; repeat as

necessary

Ask

“Were all your questions answered?”

“Is there anything else I can do…?”

“Did you understand…”

Re-connect

Check back frequently with waiting patients

Direct patient where to go nextEnd with a friendly parting

comment

Bed side manner and patient safety relationBoth have equal relationship.Increase bed side manner

increase patient safety with patient satisfaction.

As per JCI safety check list

Patient safety.Safety full form :-1. S – sense the error.2. A – Act to prevent it.3. F – Follow safety Guidelines.4. E – Enquire into

accidents/Deaths.5. T – Take appropriate remedial

Measure.6. Y – Your responsibility.

Hospital safety

Hospital property

PeoplePatients

Patient safety is the absence of preventable harm to patient during the process of health care.

The discipline of patient safety is the coordinated efforts to prevent harm to patients caused by the process of health care itself.

It is generally agreed upon that the meaning of patient safety is …” please do not harm.

Goal 1 :- Improve the accuracy of patient identification.

Goal 2 :- Improve the effectiveness of communication among caregivers.

Goal 3 :- Improve the safety of using medications.

Goal 6 :- Reduce the harm associated with clinical alarm systems

Hospital National Patient Safety Goals Effective January 1, 2015 Goal 7 :- Reduce the risk of health care–associated

infections. Goal 15 :- The hospital identifies safety risks inherent

in its patient population